Customer Service Sales

Leslie R. James

***** ***** ******

Baton Rouge, Louisiana 70816

Phone: 225-***-****

********@***.***

OBJECTIVE:

Customer Service/Sales Training Specialist, where proven strengths in the areas of

problem solving and directing combined with exceptional supervisory and

communications skills will introduce new work processes and maximize an employee’s

potential. These combined attributes will lead to increased efficiencies and superior

customer service while increasing profitability and market share for a company.

BACKGROUND SUMMARY:

Extensive experience in customer service with a focus on the following:

•

• Project Management • Marketing Strategy

• Process Documentation • Time Management

• Process Optimization • Computer Experience

• Training Program o Word

o Access

Design/Development

• Facilitation o Excel

• Performance o PeopleSoft

o Rumba

Analysis/Assessment

• Competency Profiling o Sigma

• Communications o Oracle

• Quality Assurance o ADE

• Planning & Scheduling o CCNET

• Data Management o VRU

• Inventory Management o AS400

PROFESSIONAL ACCOMPLISHMENTS:

Reviewed an existing work process and made modifications, which resulted in improved

customer service. This required creating a document, which contained common

questions & answers, which employees could reference on the intranet when needed. The

end result was improved work processes and efficiencies supporting superior customer

service.

Developed training programs for employees taking complex issues and simplifying them

to improve learning processes, the newly designed programs were placed into new hire

orientation programs and are being utilized ongoing.

EMPLOYMENT EXPERIENCE:

Customer Service Trainer, Staples Inc.; Baton Rouge.

Responsible for training new and existing employees in technical skills, customer service,

sales techniques, product knowledge, and soft skills. Additional responsibilities would

include analyzing and evaluating trainee performance as well as design and develop

training programs to support superior customer service. (2007-2010)

James, Leslie; Resume

Page 2

Curriculum Developer, Oreck Corporation; New Orleans, Louisiana. Responsible for

designing training programs which would include classroom delivery, online courses and

self-study sessions directed at employees, organizational members, or others who use

products and services. (2006-2007)

OT Trainer, West Teleservices; Baton Rouge, Louisiana. Responsible for providing

classroom training for 30+ students in each session to deliver complete training

programs, ensuring that employees are provided all the tools necessary to deliver

exceptional customer service. Some companies utilizing this training service include:

AT&T, Cingular, ShopNBC, Citibank, Providian, Wells Fargo, and Video Professor.

(1999-2006)

Sales Associate, Gordon’s Jewelers; Baton Rouge, Louisiana. Responsible for providing

superior customer service and sales support for a major jewelry dealer. Additional

responsibilities included managing daily inventory and ongoing data management.

(1997-1998)

Loan Collector, Louisiana State Office of Student Financial Assistance; Baton Rouge,

Louisiana. Responsible for receiving and responding to calls from customers who had

participated in the state’s student loan program. This would include reviewing accounts

and negotiating with customers for payment. (1997)

EDUCATIONAL BACKGROUND:

Masters in Business Administration; University of Phoenix

Bachelors of Arts-Secondary Education; Southern University

SPECIAL ACHIEVEMENTS:

Volunteers In Public School (VIP) Award

Volunteers at the Baton Rouge School of Computers

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